Onboarding and Customer Success Coordinator

About the Role

We are looking for an organized, proactive coordinator to help move new customers through onboarding and keep ongoing customer-success work on track. This role combines client communication, project coordination, CRM management, spreadsheet work, and detailed follow-up. The right person enjoys creating order, notices when something is stalled, and takes responsibility for moving work forward.

Our team is adding HubSpot to help manage onboarding, sales, marketing, and client success. Strong hands-on HubSpot experience is important because this person will help organize the system, support the migration of client and contact data, and make HubSpot useful for day-to-day customer management. ---------- will continue to be used, so experience working across both platforms is valuable.

What You Will Do

Customer Onboarding and Follow Up

Guide new customers through a multi-step onboarding process using established checklists, templates, and timelines.

Send welcome messages, instructions, reminders, and follow-up email s in a warm and professional voice.

Track missing information, approvals, decisions, deadlines, and next steps until each item is complete.

Follow up by phone when email is not producing a response; document the outcome and schedule the next action.

Attend onboarding meetings, take accurate notes, and turn decisions into clear tasks for customers and internal team members.

Recognize unusual, sensitive, or strategic questions and escalate them with enough context for a quick decision.

HubSpot and Project Management

Maintain accurate company, contact, deal, activity, and task records in HubSpot.

Help configure practical HubSpot pipelines, stages, properties, tasks, views, templates, reports, and dashboards for onboarding, sales, marketing, and client success.

Support the migration of client and contact information from ---------- and spreadsheets into HubSpot, including data cleanup, field mapping, imports, record associations, duplicate management, and post-import quality checks.

Maintain clear, consistent information across HubSpot and ---------- so each system supports its intended purpose without creating conflicting records.

Create or maintain straightforward HubSpot workflows and automations for reminders, task creation, internal notifications, and stage-based follow-up.

Build saved views and reports that make workload, stalled accounts, deadlines, ownership, and progress easy to understand.

Document processes and help team members learn how to use the new workflow consistently.

Escalate advanced integrations, permission issues, automation risks, and high-impact data changes before acting.

Coordination and Quality Control

Coordinate handoffs among customers and internal teams; follow requests through completion instead of stopping after the initial assignment.

Verify that requested webpages, communications, forms, files, or account settings are complete and connected correctly before closing a task.

Maintain clear records of status, owners, due dates, blockers, and next actions.

Review names, IDs, links, dates, settings, and customer selections for accuracy.

Prepare concise meeting summaries and status updates that make responsibilities and deadlines clear.

Spreadsheets Data and Content

Create and maintain structured Excel or Google Sheets files using templates and documented processes.

Clean, compare, organize, deduplicate, and reformat customer or operational data without changing the meaning of the source information.

Use sorting, filtering, validation, formulas, and careful quality checks to prepare accurate system-ready data.

Conduct online research and organize findings into complete, consistent tables.

Prepare first drafts of routine email s, instructions, summaries, and customer-facing content using approved templates.

Use AI tools responsibly for drafting and research; review every output for accuracy, tone, formatting, and unsupported assumptions.

What You Bring

Hands-on HubSpot experience with CRM records, associations, pipelines, properties, tasks, activities, lists, saved views, templates, workflows, imports, and reporting.

Experience using ---------- or a similar project-management platform; experience migrating client and contact data from ---------- into HubSpot is strongly preferred.

Strong Excel or Google Sheets skills, including sorting, filtering, data validation, formulas, formatting, and careful data cleanup.

Experience in customer onboarding, customer success, account coordination, project coordination, marketing operations, or a similar client-facing operations role.

Excellent written and spoken English; able to communicate clearly and professionally by email and phone.

Strong follow-through; comfortable politely pursuing missing information and keeping several projects moving at once.

High attention to detail, especially with names, record associations, IDs, links, dates, settings, and approvals.

Sound judgment about when to work independently and when to ask for help.

Reliable internet connection and availability that overlaps with scheduled customer meetings and the team's working hours.

Helpful Experience

HubSpot certification in Sales Hub, Service Hub, Marketing Hub, Operations Hub, or CRM implementation.

Experience migrating client and contact data between CRM, project-management, or spreadsheet systems while preserving data quality.

Experience creating process documentation, checklists, training resources, or standard operating procedures.

Experience coordinating work across customers, designers, web teams, marketing teams, or software teams.

Experience supporting a small, fast-moving company where priorities and processes continue to evolve.

How We Work

This role is a good fit for someone who is organized, persistent, resourceful, and comfortable with detailed work. You do not wait silently when something is stalled. You follow up, document what happened, and make the next step visible. You value accuracy over guessing and understand that reliable follow-through is an important part of the customer experience.

How Success Will Be Measured

Area

What Success Looks Like

Customer follow-up

Messages and follow-ups are timely; unanswered requests have a documented next action.

CRM accuracy

HubSpot records are complete, current, correctly associated, and useful to the team.

Project visibility

Every active item has a clear owner, deadline, status, blocker, and next step.

HubSpot implementation

Client and contact data is imported accurately; workflows are tested; HubSpot supports onboarding, sales, marketing, and client success.

Quality

Spreadsheets, imports, communications, and setup work require minimal correction.

Judgment

Routine work moves forward independently; risks and exceptions are escalated early with clear context.

Application Instructions

Begin your response with the words KEEP IT MOVING and include:

A short explanation of why this type of coordination work fits your strengths.

An example of a customer or internal process you tracked from request through completion.

A description of your hands-on HubSpot experience, including the Hubs and features you have used, workflows you have built, and data-import or cleanup projects you have supported.

Your experience with ---------- or similar project-management tools, including any work migrating client or contact data into HubSpot, plus your experience with Excel or Google Sheets.

Your typical working hours and time-zone availability.

Your response to this scenario: A customer has not replied to two email s requesting information needed to complete their onboarding. Explain your next steps, how you would track and automate the follow-up in HubSpot, and draft the short message you would send.

Role Development

Training, templates, checklists, and documented processes will be provided. The role will begin with repeatable onboarding and coordination work, then grow into broader ownership as accuracy, judgment, and reliability are demonstrated.